Refund Policy

1. General

This Refund Policy governs the conditions under which dich.gg may issue refunds to Users. By using the Platform you agree to this Policy and our Terms of Service.

We are committed to transparent financial operations and full compliance with the rules of Visa and Mastercard payment networks.

2. General principle

Due to the nature of digital assets and the instant execution of trades, all completed transactions in the Store, Sell, and Instant Sell sections are final and non-refundable as a general rule.

3. Situations where a refund will be issued

• A technical error on the Platform's side resulting in an incorrect charge or a failed transaction.
• A duplicate charge for the same transaction.
• A balance top-up that has not been used, provided the User contacts Support within 14 calendar days of the top-up.
• A transaction made as a result of confirmed unauthorised use of a payment instrument (fraud), supported by appropriate documentation.

4. Situations where refunds will not be issued

• A Store transaction has been completed and the item delivered to the buyer.
• An item has been successfully sold via Instant Sell and received by the Platform bot.
• The market value of an item changed after the transaction was completed.
• A User mistakenly listed an item for sale by their own action.
• The User violated the Platform's Terms of Service.

5. How to request a refund

• Contact Support at t.me/dichgg_support
• Provide the transaction ID, date of the transaction, and a description of the issue.
• Attach supporting materials where required (screenshots, payment system data).

Refund requests are reviewed within 10 business days of receiving complete information.

6. Refund methods

• Platform balance credit — the default and fastest option.
• Return to the original payment instrument — where required by applicable law or Visa/Mastercard rules.

Processing times vary depending on the payment provider and may take between 3 and 14 business days.

7. Chargeback policy

We recognise the right of cardholders to dispute transactions (chargeback) in accordance with Visa and Mastercard network rules. If you believe a transaction was unauthorised or made in error, we strongly encourage you to contact our Support team first — this is the fastest way to resolve the issue.

Upon receipt of a chargeback claim, the Platform will provide the card issuer with all available transaction evidence within the required timeframes. Abuse of the chargeback mechanism (friendly fraud) will result in account suspension and may give rise to legal action.

8. Changes to this Policy

We reserve the right to modify this Policy at any time. The current version is always published on this page.